GBS WORLD NEWS | WEEK 1 | MAY 2022
The week started with acquisition news in India, with Wipro, a leading business process outsourcing (BPO) firm, acquiring Rizing Intermediate Holdings, Inc., a global SAP consulting firm. The purchase will expand Wipro’s capabilities as an advisor in complex SAP transformations to turn businesses into intelligent enterprises. Wipro stated that the acquisition was driven by Rizing’s complementary consulting capabilities and its strong client base.
A gold award in the 16th annual Stevie Awards for Sales & Customer Service was presented to US-based customer experience (CX) provider, TTEC, for the Best Use of Technology in Sales in the Innovative Utilization of Speech Analytics Technology category. TTEC also claimed four additional silver and bronze Stevie Awards in this year’s program, including accolades in two separate Woman of the Year categories.
Europe’s largest retailer, the Schwarz Group, has partnered with Solace, an enabler of event-driven architecture, to vastly improve omnichannel delivery to their customers. The group will deploy the Solace PubSub+ Platform to improve the performance and scalability of the Schwarz group’s IT infrastructure. Subsequently, this will help the European retail giant meet rising customer expectations for a more integrated shopping experience.
An interesting partnership has emerged in Canada between Deloitte Canada and Five9, a provider of cloud contact center services, to provide cloud-based contact center solutions to the Canadian market. The collaboration will drive CX transformation further and meet the growing demand for Cloud-Contact-Center-as-a-Service (CCaaS) solutions in Canada. Five9’s CCaaS platform will offer a host of digitized solutions to enhance human customer experiences and empower contact center agents.
A South African optimization and digitization specialist, FCTEC, has introduced a BPO solution for small and medium-sized enterprises (SMEs) to achieve a tenfold increase in efficiency in their accounts payments (AP) function. The firm already processes over 100,000 documents per month for clients in New Zealand via its BPO bureau. Most of the world’s 550 billion invoices produced every year are done so manually and remain a major pain point for SMEs. FCTEC’s machine learning technology learns to capture, classify, extract, validate and export important invoice data.
Gainsharing, the arrangement where providers are compensated through gain share rather than resource unit-based pricing, is one of seven global IT outsourcing (ITO) trends to look out for this year, according to an ARNET article. Cloud migration and advanced automation are expected to be major growth drivers in the ITO sector. Unsettling the global ITO market is the crisis in Ukraine, which will not only set-back Ukraine as an IT hub but also have a ripple effect on the global delivery of ITO services.